Retentions Team Leader

EC Insurance Company; Manchester; On-site; GBP 28,000 - 35,000; Full time

Benefits offered by this job

Competitive salary

Quarterly bonus

Company pension

Private medical insurance

Dental cover

Life assurance

Income protection

Travel insurance

Season ticket loan

Employee benefits

Job summary

Markel is seeking an ambitious, people-focused Retentions Team Leader to join our Manchester Contact Centre operation. This is an exciting opportunity to take ownership of an established, high-performing team and deliver exceptional customer experiences and strong retention results.

You’ll lead a team of eight Retentions Advisors, providing coaching, guidance and performance management, with reporting to Adam Freeman.

Qualifications

• Experience as a Team Leader, Supervisor or in leadership roles.
• Experience coaching and developing and motivating teams.
• Track record of delivering against targets, KPIs and service standards.
• Strong communication and stakeholder management skills.
• Experience working in a fast-paced, customer-focused environment.
• Ability to analyse performance and take action to improve outcomes.

Responsibilities

• Leading, motivating and developing a team of Retentions Advisors.
• Conducting regular 1-2-1s, coaching sessions and performance reviews.
• Monitoring team productivity, service standards and customer outcomes.
• Driving retention performance against monthly premium targets.
• Managing workload allocation across inbound and outbound activity.
• Ensuring operational SLAs and KPIs are consistently achieved.
• Supporting employee development, engagement and career progression.
• Handling escalated customer queries and supporting problem resolution.

Skills

Team leadership

Coaching

Performance management

Communication

Stakeholder management

Customer-focused

Job description

We're looking for an ambitious and people-focused Retentions Team Leader to join our growing Manchester Contact Centre operation. This is an exciting opportunity to take ownership of an established, high-performing team and play a key role in delivering exceptional customer experiences, strong retention results and continued business growth.

Whether you're an experienced Team Leader or a Senior Advisor who has stepped into leadership responsibilities and is ready for the next step, we'd love to hear from you.

The Opportunity:

You’ll lead a team of eight Retentions Advisors, providing coaching, guidance and performance management to ensure the team continues to build on its strong foundations. Reporting to Adam Freeman, you’ll be responsible for creating a positive, high-performance culture where people are empowered to achieve their potential whilst delivering outstanding customer outcomes.

What You’ll Be Doing:

• Leading, motivating and developing a team of Retentions Advisors
• Conducting regular 1-2-1s, coaching sessions and performance reviews
• Monitoring team productivity, service standards and customer outcomes
• Driving retention performance against monthly premium targets
• Managing workload allocation across inbound and outbound activity
• Ensuring operational SLAs and KPIs are consistently achieved
• Supporting employee development, engagement and career progression
• Handling escalated customer queries and supporting problem resolution

You’ll be someone who enjoys coaching others, driving performance and creating an environment where people can succeed.

Essential Experience:

• Previous Team Leader, Supervisor or people management experience
• Experience coaching, developing and motivating teams
• Track record of delivering against targets, KPI's and service standards
• Strong communication and stakeholder management skills
• Experience working within a fast-paced, customer-focused environment
• Ability to analyse performance and take action to improve outcomes

We’d Particularly Like To Hear From Candidates With Experience In:

• Insurance
• Financial Services
• FCA-regulated environments
• Contact Centres
• Sales or Retention operations

Industry experience is advantageous, but strong leadership capability is our priority. We can teach products and processes. We want a leader who can get the best from people.

• Competitive salary of up to £35,000
• Quarterly bonus scheme
• Clear opportunities for progression and development
• Exposure to multiple brands and business functions
• Supportive leadership team and collaborative culture
• Opportunity to make a genuine impact in a key customer retention function

Benefits:

• 25 days holiday plus Bank Holidays
• Buy/sell holiday scheme
• Company pension
• Private medical insurance
• Dental cover
• Life assurance
• Income protection
• Travel insurance
• Season ticket loan
• Access to a wide range of additional employee benefits

Working Pattern:

• Manchester office-based
• Monday to Friday - 08:30am - 5:00pm

Ready to Take the Next Step?

If you’re passionate about developing people, delivering exceptional customer outcomes and leading a successful team, we’d love to hear from you.

Markel celebrates the value of a diverse workforce that brings experience and expertise from a wide variety of backgrounds and life circumstances. Whatever your background, if you feel you meet the requirements of this role then we want to hear from you. We are also happy to consider candidates who are looking for flexible working patterns.